Customer Service Manager
Resume:
Joyce LaLena
**** *** ***** ** . ****** Hill, NJ. 08003. E-mail *.******@*******.***
EDUCATION
KUTZTOWN UNIVERSITY KUTZTOWN, PA
BS, Business Administration
Marketing
Professional experience
2005-6/2009 Kelly Services
Delran, NJ
Partnered Staffing Supervisor/CTB McGraw-Hill
Dedicated on-site support of their temporary workforce.
Acts as an extension of the customer's human resources department by
developing and maintaining the relationship with customer and temporary
employees.
Exercises discretion and independent judgment in making decisions.
Recruit, hire and supervise over 500 plus temporary employees at an
Office of the President account for Kelly Services.
Train internal new hires on Kelly Networks, policies and procedures.
Customer- related service includes taking and filling orders, managing
the order, resolving problems, monitoring contract compliance.
Ability to build relationships, communicate effectively and accomplish
many tasks simultaneously with an attention to detail.
Analyzing branch recruiting needs and developing a recruiting strategy.
Processing payroll weekly using PSAM system, preparing time cards for
payroll center, and resolving paycheck issues.
Screening and assessing candidates, conducting interviews, checking
references, making hiring decisions, conducting orientations.
Monitoring and analyzing Unemployment and Worker's compensation and WOC
credits, attendance and employee recognition programs.
Investigating customer/employee complaints and providing counseling/
coaching.
Maintaining temporary employee database, updating and inputting
information as needed.
1998- 2005 Old Navy Moorestown, NJ
Customer Service Manager
Sales Management through effective planning, prioritizing, communication
and follow up.
Develop short term and long term business plans that set clear
performance objectives to customer service teams.
Communicates goals and objectives for Sales, Fitting Room, Cashier teams;
measures results; coach's individuals and teams for improvement.
Partners with the General Manager to create a scheduling plan using Staff
works to support business objectives and maximize productivity.
Develops long term recruiting, hiring and staffing strategy.
Ensures all management functions related to hiring and processing new
associates are properly completed.
Writes and delivers quarterly check-ins and annual performance reviews
for Customer Service Team.
Recognition
Kelly Services
Awarded employee of Month, April
Computer skills
Microsoft Word Mobius
Internet Explorer Cognos 8
Microsoft Excel PSAM
Microsoft Outlook Lotus Notes
Other recruiting websites KSN-Kelly HRIS System
References
Available upon request
Contact this candidate